IT Support Analyst

Location: Boston, MA
Employment Type: Direct Hire
Job ID: 140501
Date Added: 10/19/2023

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Job Title: Enterprise Support Services Manager
Location: Boston (100% onsite)
The Company

This position is with a global alternative investment firm headquartered in Boston. The firm currently manages more than $30 billion in assets and continues to grow. The firm invests in a wide array of businesses in healthcare, life sciences, technology, and other growth sectors.

Compensation Expectation– $160K – $180K/annual

What You’ll Do as an Enterprise Support Services Manager
  • Prioritize/Direct the efforts of help desk team members to create/ensure a proactive approach to problem resolution. The successful candidate will be comfortable prioritizing, managing and tracking team member efforts to ensure responsive support and problem ownership through problem resolution.
  • Identify help desk issues/trends, experiment, adapt, innovate, develop/implement best practices to eliminate issues and improve help desk efficiency. Previous experience managing/customizing IT service management tools preferred.
  • The successful candidate will be prompt, organized, with strong verbal/written communications skills and a focused service delivery orientation. Ability to manage a project from start to finish with minimal supervision/oversight.  Ability to provide clean, concise, progress reports. Must maintain clean, neat business professional appearance.
  • Ensure information in key inventory management, software licensing, certificate management, cyber incident, change tracking, system directories, SaaS service consoles is timely and accurate.
  • Manage/direct help desk team member efforts in remote offices (Boston, London, Menlo Park). Ability to hold team members accountable for performance, efficiency, accuracy.
  • Directing team efforts in the development of knowledgebase content covering technical, process, procedural, cyber-security topics.
  • Work with senior team members to drive the deployment of Microsoft based technologies (SSO/SCIM Provisioning, Azure AD, Conditional Access, Group Policies, AutoPilot, Intune) to create a modern, efficient, accurate desktop/laptop/handheld device deployment/maintenance infrastructure.
  • Help drive development of a new Windows 11 image using Microsoft EndPoint Manager/AutoPilot to modernize laptop deployments. Work with senior cloud engineers to implement AutoPilot/Intune device inventory management and deployment.
  • Prioritize/resolve a variety of different tasks including desktop support, device inventory management, software licensing, PC/Laptop builds, desktop/server software installation, video conferencing setup/support, mobile device deployment, and access control systems.  
  • Manage a variety of service providers including cellular telephone/data, security, video conferencing, HVAC, hardware, software providers.
  • Must be able to learn quickly and work as a member of an IT support team in a technically challenging and demanding user environment.
  • Ensure adherence with all information, confidentiality, and compliance related policies.
  • Ability to work 40-60 hours/week in a fast-paced challenging environment.

    You could be a great fit if you have:
  • Strong knowledge of Active Directory, Windows 10/11, iOS, Click-To-Run Office365, Intune, Chrome, Firefox, BitLocker in a TCP/IP networking environment. Strong network troubleshooting experience required. Previous exposure to AutoPilot, Mac OSX, JAMF, Adobe, Foxit PDF viewed favorably. Previous experience with image deployment and desktop patching services viewed favorably.
  • Resolve desktop/PDA service requests, provide detailed desktop hardware/software support, manage cloud service accounts.  
  • Setup, support, troubleshoot video conferencing, multimedia presentation facilities to support critical business meetings.
  • Build, test, install, manage desktop/laptop PC’s and iOS-based PDAs.  Evaluate, select, implement, and standardize desktop hardware solutions including laptops, monitors, docking stations, printers, copiers, cameras, speakers, scanners, etc.
  • Manage cellular service telephone/data plans, software support and hardware maintenance contracts.
  • Provide copier/printer support, troubleshooting, install firmware updates.
  • Previous experience using Microsoft End Point Manager (Intune)/AutoPilot/Apple Business Manager/JAMF to deploy and manage Windows based laptops/iOS Devices preferred.
  • Previous experience deploying Apple MacBooks/OSX, with JAMF preferred.
  • Four-year degree in an IT or math related field
  • 3+ years of experience in help desk management